What to expect from call center software in the next 5 years?

From cloud-based software to AI-based technologies, call center telephony systems have evolved in response to new challenges in the sector. Call center software like ACD, IVR, and other software has transformed the customer experience and how businesses operate. 

COVID-19 resulted in new insights on how businesses operate using complete call center solutions. This includes working remotely, system-wide pressures, and significant shifts in customer experience and service expectations.

Businesses must work to keep up with the changes. This ensures that businesses keep up with evolving call center training solutions and call center industry standards. 

So, what do you think call center software will look like in the next five years? Let’s find out.

The ‘ideal match’ will be via call routing systems

Call center telephony solutions like Intelligent call-routing are already available. However, it’s expected to expand dramatically over five to ten years. It is predicted to connect customers with the proper expert nearly quickly.

Other complete call center solutions like CRM and workflow management systems will improve. As a result, a complex match-making process will occur every time a client calls. This ensures that the proper specialist is available to fix any problem.

Many people also believe that companies will start posting their agents’ availability online. This is so that customers can choose the person who best fits their needs and call them directly.

Web-chat will be a popular method of customer assistance

Being on the receiving end of a phone call might be aggravating — whether you’re an agent or a consumer, the channel has its limitations. Due to the popularity of Amazon Mayday, video-based live chat is now a viable option.

This allows agents to build a more personal connection with clients through face-to-face chat. Video-based web live chat holds a lot of promise. Video web chat helps contact centers to anticipate difficulties and guarantee the right agent appears at the right moment as customers navigate their website.

Voice authentication will replace Security questions 

“What is the name of the street you lived in?” is one of many popular security questions. However, in the next five to ten years, it will be how a client answers a question rather than the answer itself that will validate their identification.

As call center solutions like vocal biometrics technology advances, gathering your customers’ unique ‘voiceprints’ might be the answer to security issues.

It’s far more difficult to imitate a human voice than steal information on a customer. The subtleties of the human voice are captured by voice biometrics. It measures everything from the size and shape of the lips to the tension of the vocal cords.

Remote work and location-based services will grow

Having all of your agents in one place is no longer required, thanks to the growth of cloud-based SaaS. Migrating to remote working agents has numerous advantages. This strategy can save call center operating costs while giving employees more flexibility. 

More location-based services are expected to emerge as the number of virtual call centers grows.

Increased popularity of Unified communication

The popularity of remote work necessitates the development of effective communication technologies for the average employee. In comes unified communication as a service (UCaaS).  

Customers will be served without your team asking them the same questions repeatedly. You get greater results when you combine your office phone system, complete call center solutions, sales CRM, customer helpdesk, and team chat.

A company phone system’s ability to facilitate team communication is necessary. You can utilize one app instead of multiple meeting apps. It enables every member of your team to complete their tasks without the need for technology.

Conclusion

Complete call center solutions provide businesses with mobility and flexibility. Cloud-based call center telephony solutions allow people to work remotely without affecting their performance. 

It is time to equip your company with complete call center solutions and make it more technologically advanced. Aavaz Free PBX will show you how. 

Aavaz FreePBX is constantly upgrading its software to ensure that customers have the most up-to-date technologies available. Aavaz also provides its users with annual upgrades to the latest solutions as soon as they become available for free!

Contact Aavaz today!